Employees need some freedom and resources to do what’s right for customers. They need to be able to make fast decisions that have a positive impact on a customer’s experience. Too often customers hear, “That is our company policy…”, “I can’t…”, or “You’ll need to speak to a manager.” What all these employees are really saying is, “I have to follow the rules and procedures or I will get in trouble.” Don’t let the rules be the obstacle to great customer experiences. Read More

Let’s turn our attention to customer experience for a bit. We all think we know our residents pretty well, right? I mean, we have demographic reports with credit scores, salary info, and marital status, so what else could we possibly want to know about our residents? A lot! Read More

When we mistake a high-performing employee for a high-potential one we are making a costly error in management and are risking the loss of real talent. Yet, we are all guilty at some point of doing this because it’s an easy mistake to make. We look out into our ocean of employees and can quickly spot those ‘high profile’ high-performers who stand out in the crowd. Then there are the high-potential employees who are often left on their own and forgotten. You know the type. They are hired, trained (maybe), and given attention when it is convenient, but they are often low maintenance so they fall under the radar. But don’t be mistaken – low maintenance does not equal low potential, as these professionals are often simply doing their jobs and going unnoticed. Read More

Most of us are very focused on building our reputation, which is good, but are we also focused on building character and accountability? Are we making those important changes to truly improve our customer experience? Are we owning our mistakes even when we don’t want to?